This is for online west elm I couldn't be more disgusted and disappointed, i wasted 8+ hours to be treated poorly, told empty promises, and lose time from my job. We were delivered a sectional couch where one piece was incorrect so they said to keep the couch and they will deliver a different chaise. After hours of incompetent customer service reps and people promising things we have gotten nowhere. We even got emails saying a couch was getting delivered and then someone was here to pickup yet the email showed my new couch getting delivered... Still to this day, since September, I have half a couch and no money back. Didn't even get an apology, I should get all money back and then some and at the very least the couch I ordered. This had given me major anxiety that I didn't need on top of my stressful life. Will never order from here and will let all my friends and family know as well. Extremely disappointing when this could've been solved by the fall.... All I want is to be able to lay on my missing chaise that I PAID for, shouldn't be this difficult. feel like my couch has been held hostage bad my money where I have been taken advantage of. read more

I bought the Harris pop up couch, and the cushion is so hard. I called and complained to the designer at the store who recommended the couch and they said wait 3 months. I called again and said it is still incredibly hard, and they said they would send someone out. Now I just called and they said sorry it's been in your home for 30 days. No backing up their product or standing behind it or helping the customer. Spent 4K. Don't waste your money on this couch or West Elm. Interesting that their site doesn't let you leave reviews on their furniture. Service terrible, Selection- looks good online- Value- Terrible. read more

Always shop here. Today, my salesperson was Alison. She was knowledgable, friendly and just an asset to West Elm.

Years ago I bought 4 dining rooms chairs from West Elm that ended up being the worst items of furniture I have ever owned. I think if you sneezed hard enough near one the veneer wood would chip. Huge regret! But I still thought the company was solid when it came to their accessories and overall commitment to customers (with the chairs, I was in denial and never reached out in a reasonable time). Well, I just went to to hang my new shower curtain and was perplexed when the hooks did not match up. Turns out, there were 13 holes instead of the standard 12, which was also noted in the description. Annoying but I assumed I could send them a pic and they would just ship another. Nope. I have to ship back on my own time. I don't love the errands I have to do which is why I do a lot of online shopping. Having to make a trip to send a defective curtain back is such a waste of time. I asked if a discount would be applied and was told "no". So at this point, I am going to ship back to get a refund and will once and for all scratch West Elm off my list (ironically, I can remember this when looking at all the scratches on my cheaply-made West Elm chairs). read more

Its going to take a lawsuit for this company to do right by its consumers. This company is a disaster and would highly recommend not purchasing from. The furniture on display is not the same you receive - very different quality. The website tells you delivery estimate and it has surpassed that estimate for weeks. Do not purchase from West Elm, you will be extremely dissatisfied and disappointed in the entire process. At the end you will wish you went with your other options like i am sure many shoppers encounter. read more

I purchased a table from this store. 4years later this table is broken. I noticed this giant table wiggling. I called the store to ask if they provide and repair service and I was informed that at this point I need to get a carpenter or something to get this repaired. I asked the store manager if I can talk to someone, email pictures ask someone to order specific parts that is missing or broken. She basically said there is nothing she can do about this. Not sure if this is a good customer service. She also appeared to be polite but I could sense her frustration while I was having conversation. Not a pleasant experience and furniture appears to be poorly designed. read more

west elm - Screw came out - Furniture Stores Near Me - Boston, Massachusetts

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If you want a side of "attitude/snootiness" along with unfriendly service, please visit their store. I visited the store to purchase a living room set on Friday, Feb 23rd and Melissa seemed put out I had her come to the floor for assistance. Note their products aren't cheap. It was clear she didn't want to work with me (ie suggesting a royal blue color option when she could see that was not even remotely in my color scheme at home - shared photos). Never once did she even crack a smile or try to make me feel welcomed or valued. I left the store thinking why spend my money at a store where I was mistreated. The next day, I went to Pottery Barn in Chestnut Hill and Kristen provided service (and a smile) that was above and beyond (it was attentive, and I was immediately greeted/welcomed upon entering the store). I purchased the entire living room set on the spot and am looking forward to delivery. read more

Terrible service and terrible furniture. I ordered a custom made chair and it arrived damaged! I am still calling them to see how they can fix the damage or replace it, and it's like speaking with empty brains. Furniture looks good but but not well made and it was a big mistake buying from West Elm. One star bcs there is no zero ! read more

west elm - Furniture Stores Near Me - Boston, Massachusetts

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Horrible Customer Service. They take no accountability beyond admitting it is their "system's" fault. I waited 3 months for a product. Every week the estimated delivery date would update for the following week. How they did not know there was a glitch, I don't know. Don't bother using their online chat. NO ONE (HUMAN) READS IT. I finally got around to calling and was told there was no reason for my item to have not shipped and promised I would see a tracking number in 3 days. A week later, no tracking number. I called a second time. Turns out they realized the order was "stuck" and was never going to ship. They never called to let me know. With the second call, they said they were "working" on canceling the order. But was anyone going to tell me??? and why does it take a week to cancel the order. Or better yet, why not just fix the order and send it out! 250 items in stock! Customer Service rep talked down to me saying, "let me try to explain this to you in consumer speak." I didn't think it was much to ask for, but I would have liked to have the item shipped and expedited overnight. I got a flat no to that request. Not willing to make it right. I need to wait for a refund and then reorder and wait for normal shipping times. Let's see how long it takes to get my refund. Then I will decide if I am going to reorder the item. One more thought ... Target, Nordstrom, and so many others, don't charge you for an item until it ships. They take your money upfront. I have read many other reviews similar to this. Come on West Elm. Get it right. read more

DO NOT BUY FROM WEDT ELM!!!! Clearly West Elm is selling disposable furniture at expensive prices. I received these pieces in September of 2021. Living in New England- I covered all my furniture when I closed the pool a few weeks later. This is outdoor rated furniture so I was surprised to find it in this condition when uncovering. No chemicals have ever been used to even wipe down the top as I never used it! Customer service says it is too old on June 14, 2022- not even 1 year later and 0 times used. They recommended a furniture medic at cost to me. read more

west elm - The finish on the top of this outdoor rated console bubbled and looks horrible. - Furniture Stores Near Me - Boston, Massachusetts

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Horrible, unconscionable, uncaring, absolute failure to execute.I apologize to the staff at this location because it isn't their fault. My daughter just moved to Boston. She ordered a piece of furniture from West Elm. They offer a service called white glove where people in theory deliver it and put it together. However, none of the hardware that allows one to put it together was included. It was either send it back and wait another month or reach out to the customer service people and explain that the hardware was missing. promises were made that it would be sent immediately. Caveat to all other, West, elm Buyers - if a piece of furniture that arrives for you that is not perfect with the hardware - send everything back as it will likely get their attention! One month later - still nothing!I would suggest looking elsewhere. No one seems to be able to take responsibility for the failure of the child laborers who pack the furniture who failed to include the hardware packets.Maybe we buy some thing made in America that is made ethically and arrives with all appropriate pieces attached. I am only disappointed in the sense that yelp doesn't offer negative star ratings. West elm gets a -100. read more

Horrible customer service and delivery. Waited for product to arrive for 3 months, they kept delaying it and kept saying they only give tentative dates and never confirmed and the delay is "normal", when they finally said the delivery can be scheduled, they said some pieces were missing, and then later said they will deliver some on a certain day, and then the deliver driver did not show up in the time scheduled(8am-6PM)-they don't have any idea how people shuffle their time around this service??? and said he tried to deliver it at 9PM in the night and nobody answered the phone, so he left without even ringing the bell, and when I called back like 30 min later they were already else where and when I asked them to reschedule they kept sending me from one department to another and nobody knows where my stuff is or when they can reschedule it, and when I said their process seems to not be very good, the scheduling member says its not and that all the teams have my best interest and that I should not complain since everyone else does not think there is anything wrong with their process except me!!!(its been 10 days since they were supposed to get my stuff delivered and still nothing)....I paid a lot of money for custom furniture and I get their scheduling person telling me off(instead of being empathetic or apologize)...not sure they even have a proper online service(nothing gets updated on it). read more

My horrible experience with West Elm has compelled me to write a review here. Trust all of the negative reviews you read about this company, they don't deserve even one star. The large bookshelf I ordered was delivered to another street address, blocking the entrance to a woman's home. Her young son came out of their back door and a street over to alert me to the situation. I called their delivery service Ryder, to have it removed so that my neighbor could exit her home, and they took an agonizingly long time taking down a "case report". They promised to send someone out right away, but help never came. It started to rain and I had to run over and put a tarp on the box to keep the bookshelf inside from being damaged. Finally, after my partner arrived home from work we wrestled the huge box home coming down a steep hill to our house. After we assembled the bookshelf, and turned it upright we noticed that four out of the five shelves were splitting along the back despite our extreme care. I called West Elm customer service to tell them of the horrible experience we were having and they offered a replacement and to comp me for the shipping service which was never provided. I accepted and waited for the replacement and for Ryder to come and remove the defective shelf. A few weeks later Ryder arrived at my actual address with another defective bookshelf. This time it was missing a leveling foot and was covered in a patchwork of mismatched veneer. Really glaring. I might add that both shelves were also completely wobbly once assembled per the instructions. This time I called West Elm for a complete refund. They started the return process and sent Ryder to pick up the second defective bookshelf. Ryder did come and pick up the shelf and I saw the driver take pictures of the shelf and log the pickup into his mobile device. Then a week went by and I heard and saw nothing from West Elm in the form of a refund notification. I called West Elm again, now asking where my refund was. I was told they didn't have any record of the pickup from Ryder despite me having a text confirmation from Ryder of the day and time of pickup. The representative escalated an inquiry and told me to wait for a few more days for processing. I waited until the following week and called again as I still had no refund. This time I was told that they had pickup confirmation but there was a question of the previous shipping reimbursement for non-delivery. I told the representative AGAIN what that was for and why, and was then told to wait again for a few days for processing. I did wait, then called, and this time was told that I would not receive a full refund because of the previous non-delivery reimbursement. I was told that if I had kept the defective shelf they would have honored their error, but since I was not willing to keep a defective shelf that I would only receive a partial refund, for which I am still waiting. Seriously, just don't, find another option. read more

I received exceptional customer service with West elm today. I came straight from the airport to pick up some lights I need in renovating my house. The staff was extremely knowledgeable and helpful. Kyla was a great listener. She helped me select the right fixtures that I needed efficiently and worked over time and even make sure me and my 10 boxes of lights made it safe into my Uber. I could not be more grateful and was amazed with the quality of employee they have and the dedication Kyla had for her work in that store. read more

west elm - Dinning room light - Furniture Stores Near Me - Boston, Massachusetts

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Every time I come in this store, there are tons of employees running around, but they're not very helpful which is annoying. It seems they are always too busy with putting together displays instead of focusing on customer service. Parking stinks too, the cheaper lot is the Best Buy parking lot. read more

west elm - Furniture Stores Near Me - Boston, Massachusetts

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This west elm is not necessarily bad but I had a bad experience with them. We purchased an item that require their "white glove delivery" which costs about $300. They would not let us pick it up from the store. After our delivery was complete they left a massive sticker directly on the side of our coffee table that took my wife and I about 3 days to get off as well as the residual glue that remained. Extremely frustrating experience with customer service in the phone would do nothing to remedy the situation. I will never purchase from west elm again as they don't give a care in the least for their customers. read more

Delivery personnel were horrible. They couldn't lift the furniture I ordered and dragged it on my hardwood floors

What a disappointment! We finally found the perfect chair, coffee table and side tables for our family room. We trusted West Elm when they said it was in stock and would be delivered 4-6 weeks. That went by and I was told another 3 weeks. And then another message that it would be after that. Meanwhile, we paid $3000 up front - the entire cost of the furniture. When we buy furniture from other places, we give a down payment and balance due upon delivery. So now West Elm has my $3000 and my furniture. I cancelled the entire order. My advice is to purchase household items that you can carry out the door with you -- I'm never buying furniture from West Elm again. read more

Never wants to shop at west Elm. The worst shopping experience ever. I ordered a Industrial storage modular system 49"Desk here in this store on August 2018, it said will be available to ship on Oct 16 2018. There is no any information regarding delays of shipment, you have to find out yourself. I wait until January 2019, then I received one piece in my home, the worker came to my home and they find out this desk is missing parts, we had to wait again. After we contacted with customer service, and two weeks later, the workers bring another part here, they final find out there was still a third part missing and the customer service are not sure when it will be ready to ship to me home. I have already waited this Desk for half year, and still not sure when I can get this desk done. I decided to return all parts of the desk and request refund. On March I received a refund check of $776. Exclusive me, the original price is $1199 and I bought it for 15% off it's $1019.5, why I got a refund of $776? I have to call their customer service again and again, finally they find their mistakes, and agree another refund check to me, but not refund the shipment fee. But it's June 2019 now, I still have not yet received the refund check. What a terrible logistics services and customer services. read more

First i have to say i think your furniture is great, but it takes so long or you don't receive anything at all. I ordered a side table for my daughters nursery on Jan 1st 2021 (my daughter was born on Feb 10th 2021). Its April 30th 2021 and i have still not received it. The date keeps getting pushed back, it still says April 30th but has not progressed. I have reached out to customer service over and over again. I am lucky to get any reply, when i do they just push the date back on my order page. read more

I am beyond disappointed with West Elm. 2 bar stools broke at the metal attachment and they can do nothing about it because they are 2 years old. I was thinking of taking this issue to the Better business bureau as both chairs broke, I have a receipt and they won't help me with a credit. Has anyone else had poor experience with WEST ELM? When contacting the Better Business Bureau what do you need? Signed Fed up!! Wow !! After reaching for some higher ups in west elm they really came through with some new bar stools for me!! I was so thrilled by this and the way it was handled once I got away from the customer service. read more

west elm - The bar still literally broke in half!!! - Furniture Stores Near Me - Boston, Massachusetts

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DO NOT BUY ANYTHING FROM THIS COMPANY! I wish I had read the reviews before we purchased a table from this company. We bought a table in Sept and it arrived in November. As soon as we opened the box, we noted broken pieces (see pic#1). We called immediately and I had to wrangle to get a discount (10%) for the inconvenience and then they ordered another table. We then waited from November to March (today) to get another table delivered that was also BROKEN (see pic #2). Now after 5 months we still have no table! I called again and was told that there was nothing else they would do aside from refund my money AFTER they get the table back. Mind you, we are on Martha's Vineyard so these arrangements will take some time to happen. So we will remain $1800 out of pocket with no table. I offered to keep the table and get it locally repaired in order to save ourselves the grief of having to take ANOTHER day off to wait for the pick up and they refused. They would rather pay for the pick up and toss the table than give me a discount. I will NEVER order from them again. I have also reported this to the Better Business Bureau and I will also report this to the AG. read more

west elm - Broken table #1 - Furniture Stores Near Me - Boston, Massachusetts

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This is a terrible company. The WORST customer service I have ever experienced. I have been patient waiting for my couch. It has been over 8 months of waiting for my couch. I have talked to 8 different employees at West Elm. No one can provide any information. I was told 8 weeks ago they forgot to put my couch on a truck and that they would work on it immediately. Spoke to someone higher up yesterday and she said they don't even have access to half of this information. No one can tell me where my couch is or when I am getting it. Do not buy furniture from this company. After making 10 different calls over the last few months they won't even give any sort of a discount for this hassle. read more

TLDR; DO NOT ORDER FURNITURE FROM WEST ELM. Those of you reading this who have already bought and can't get the furniture you paid for or resolution you deserve; FILE A COMPLAINT WITH BBB OR THE ATTORNEY GENERAL. If enough of us do, West Elm may finally offer the service we deserve to have. If you buy from West Elm you are choosing: 1) To wait for HOURS on hold for any answer you need; small or big. 2) To not have direct access to a supervisor who can actually make things right or give you the answer you need. Unless you want to wait for 2+ hours. 3) To have representatives telling you one thing and doing another (we had representatives do everything from place orders for us that were incorrect, to tell us they would be connecting us to a supervisor who wasn't actually a supervisor, to not be forthcoming about upcoming sales or honor sales prices). 4) To wait for months for furniture to arrive and not know if when it does, it will be what you ordered or in good condition. 5) To have no clear or easy path of getting a replacement or refund if you need one; more hours on hold, lies from representatives, and company wide disorganization. Not to mention money out of your pocket for furniture you didn't sign up to buy. 6) To wait for many more months for the right furniture to come - if it ever does. (We've waited for over 7 months now for our couch and still haven't received the right one). Our Story: We spent a lot of money with West Elm. You'd think for premium prices, their customer service would be top notch. Sadly, we didn't see all the reviews before making our purchase. If I knew then what I know now, I would have found ANY other company to give my business to then West Elm. One piece of furniture that we ordered was a vegan leather couch estimated to arrive 3.5 months later. When it came, the chaise was on the wrong side. Didn't fit in our space. A customer service rep from West Elm actually placed this order on our behalf. We called and waited to speak with a supervisor named Tara who said the best she could do is order a replacement couch and we'd need to wait another 3.5 months. When we complained & challenged her to expedite the shipping she laughed & hung up on us. (Seriously, laughed). Fast forward to today, nearly 7 months after our original purchase, a simple call to schedule a delivery turned into a 3 hour debacle. At first they weren't sure if the order was cancelled or where it was and we may need to re-order it a third time. Then around hour 2.5 they figured it out. At hour 3 I was able to speak with a supervisor and ask for recourse. So many hours lost, so much energy spent, so much needless frustration from choosing to spend money at this company. Will be putting my money toward other companies that know how to take care of their customers. read more

Buyer Beware! I bought a couch 17 months ago and because of COVID was the only person to sit on it during 2020 and most of 2021. When two people sat on it last week, one of the rails broke! West Elm gave me 15% off the next purchase but took no ownership for extremely poor quality! Buyer Beware! Do not buy furniture at West Elm without reading the furniture reviews - most of which are bad. Couch was expensive and should have stood up to bearing the weight of two regular-size adults. I'm giving this an F.. read more

west elm - Furniture Stores Near Me - Boston, Massachusetts

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Bought a couch from West Elm and it completely broke about 60 days later. Buyer beware. Very poor quality.

You don't sell wall clocks. How?? Additionally, this location needs to work on customer service, I never feel welcome in your store. read more

I truly wish i could give them zero stars. Here is our custom bed that was back ordered 3 months past it's delivery date. Well, it just literally broke in half. I am baffled. Shame on you west elm. read more

west elm - OUR BED LITERALLY BROKE IN HALF!!!!!! What a JOKE of a company. This is what $1,500 buys you?!? - Furniture Stores Near Me - Boston, Massachusetts

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The employees at this store are terrible. I had multiple appointments they never showed up for. When you go in person they do not help you. I ended up going to Dedham instead because not ever you in Dedham is useless like Fenway. That said, West Elm as a company is also terrible. After waiting 2 months for furniture they magically "lost" a piece and now I need to wait another 2-3 months. The hold times to get anyone are over 1hr and they do not help. read more

We ordered a $4,000 couch online which was labeled 'in stock and ready to ship'. The wrong couch arrived and so we asked them to please take the wrong one back and send us the correct one. Next thing we know, a $4,000 gift card shows up in the mail. We call and ask why did we receive a gift card rather than our money refunded and they assured us it was only due to inconvenience and that the original couch was still on its way. NOT TRUE, because 8 months later, guess what? NO COUCH. Oh and that Gift card we used to buy other things from West Elm? Again, NOTHING SHOWED UP. Biggest scam of all time. WEST ELM IS A PONZI SCHEME AND THEY SHOULD BE ASHAMED OF THEMSELVES for robbing customers. If I could give 0 stars I would. read more

Terrible experience. I returned the bedroom with several flaws. It took SIX MONTHES to get a refund. I will not buy it again from west elm in my life. read more

Great steals & deals if you are a bargain shopper. I recently scored a gorgeous king sized duvet cover for less than $30. The staff are helpful and are willing to check in the computer for items you may be looking for on-line or in other stores. read more

Terrible experience. Bad customer support and store manager who just doesn't care. Buying new furniture was supposed to be a fun experience and with them it is a nightmare. read more

I ordered a bed headboard on October 13 with West Elm. The first estimated delivery date was November 25th. Not bad! More than one month for a pretty simple item. But I was not in a rush, so I accepted it. By December 12th I had almost forgotten about the headboard. I checked again and the new estimated date was January 6th! Just like that, no explanation. Then January became February, again with no explanation despite asking repeatedly. At some point they offered me the possibility to cancel the order (of course with no compensation whatsoever). When I finally got tired of waiting and being treated as an idiot (again and again the same answer with no information), and I asked to cancel the order, they told me that the cancelation was not guaranteed! As of today, I'm still trying to cancel the order and at least get a refund for my money. So far, I would call this order a scam. I have heard multiple stories similar to mine. My advise: don't order anything with this company! read more

The store is fine. The salespeople are nice and greet me every time I'm in the shop. Lots of stuff is on display so you can try it out before you buy. My complaint is about parking. Parking in the lot is $5 with validation! I shouldn't have to pay $5 for 10 minutes of parking to return an item. Generally, parking in the Fenway area is a ripoff and should be avoided at all costs. read more

West elm is the WORST company Ever! I recommend buying high end decor from any other company. We have spent so much money with west elm and planned to spend a lot more but they have the worst customer service ever and will go out of their way to screw customers. read more

My wife and I have purchased several items from West Elm over the past few years - mostly furniture - and generally loved them. But what prompted this review, and the 2-star rating, was our recent experience with West Elm's customer service. Late in 2019 we purchased six Finley low back dining chairs that were delivered in early February 2020. A few weeks later, I noticed that the floor under one of the chairs was scratched up. The new scratches were obvious because we had the floors refinished in October 2019. I reported this to West Elm's customer service department which put me in touch with its insurance company. After sending pictures and videos showing the damage, the insurance company denied my claim - without ever actually inspecting the chair - and sent me an email stating: "There was no defect with the chair. The client is not responsible if the floor is not compatible with the bottom of the chair." I was completely baffled that (a) the insurance company could conclude there was nothing wrong with the chair without inspecting it (the pictures I sent didn't even show the bottoms of the chair legs) and (b) West Elm would take no responsibility even if the chairs scratched up a simple wood floor. I figured it must be a mistake so I reached out to West Elm on Facebook and they asked me to send an email to their customer support team, which I promptly did. I never received a reply. I sent two follow up emails and still got no response. This has been one of the worst customer service experiences I've had in a long time and all I wanted was to have my concern taken seriously. I'd feel differently if they made the effort to send someone out to actually inspect the chair and didn't disclaim any potential responsibility, even if the end result was the same. As it is, all I can do is share my experience in the hopes that they'll treat others better in the future. read more

West Elm's customer service reps are awfully cruel and untrained. The phone conversations between customers and the customer service reps should be recorded so that West Elm can see for themselves how badly their customers are being treated. All I wanted was for my dining room table to be delivered to me. Instead, the warehouse had mistakenly delivered my table to the store. Getting the West Elm store to re-deliver it to me was extremely difficult. No reps would help me do this. They told me that my table had been delivered already and that was that ! BUT, I THEN CONTACTED the William Sonoma Corporate office in San Francisco. I had a WONDERFUL experience with an amazing representative. She immediately communicated with my West Elm store manager and also the District manager. She followed through with me until my table was delivered to me. PLEASE CALL the William Sonoma Corporate office for assistance. Give up on the West Elm customer service line. They're not worth the trouble. read more

I ordered a desk a MONTH ago, have been charged in full, and the item has not shipped, and even worse, I have not received a SINGLE communication from the company about the status of my order. I called the phone number and was put on hold for 30 minutes, and then heard a dial-tone, and was disconnected. I am desperately trying to figure out how to get my money back or to figure out where the hell is my furniture!??! This company should be reported to the Better Business Bureau! read more

I bought a coach from west elm early July and it has not delivered yet as of now early September. I scheduled the delivery first time on August 25th and I waited whole day until 7pm that day and I was told it can't delivered due to one store associate error. Fine, I get it rescheduled to September 1 and store manager promised it will be delivered. But somehow they can't find the driver on September 1 at 8pm and it ruined my long weekend. Worst part is as of now I haven't got any phone call from west elm to explain this. DONT SHOP HERE read more